learning STRAND

1. PANGANGALAGA NG
KOSTUMER
SESYON III

2. NATATANGING SERBISYO PARA SA
KOSTUMER
 DAPAT NA ALAM ANG MGA PANGANGAILANGAN NG ISANG KOSTUMER.
 INUUNA KUNG ANO ANG INIISIP NG ISANG KOSTUMER.
 NAIBIBIGAY NANG HIGIT PA ANG MATAAS NA EKSPEKTASYON NG ISANG
KOSTUMER.

3. PAGTUNGON SA MGA PANGUNAHING
PANGANGAILANGAN NG KOSTUMER- IPADAMA
SA KOSTUMER ANG:
 MALUGOD NA PAGTANGAP: Maging magiliw, batiin ang kostumer, ipakilala ang
iyong sarili, gumagamit ng positbong tono ng pagsasalita, ngumiti.
 PAGIGING MAUNAWAIN: Maingat na making, ulitin o gawin simple ang
pahayag upang maging malinaw ang mga paliwanag.
 PAGPAPAHALAGA: Kausapin ang kostumer sa kaniyang pangalan, ipakita ang
interes sa pangangailangan, piliin ang mga tanong na magpapahayag upang
maunawaan ang kaniyang pangangailangan, at magpasalamat sa kaniyang
pagdating.
 PAGPAPAHALAGA:
 PAGIGING KOMPORTABLE:

4. PAGLUTAS NG DI-PAGKAKAUNAWAAN SA
MGA KOSTUMER:
 1. Manatiling Kalmado at making.
 2. Isaalang-alang ang damdamin ng kostumer.
 3. magtanong
 4. Magbigay ng pidbak
 5. Gawan ng lagom ang problema
 6. Harapin ang problema.

5. ACTIVITY: Saguting ang mga sumusunod
 1. Ano ang kahulugan ng salitang kostumer?
 2. Ano ang mahalaga para sa iyo sa tuwing ikaw ay
nagpupunta sa isang restawran? O namimili sa department
store?
 3. ano ang tumukoy sa ‘’natatanging serbisyo?’’ mag isip
ng mga bagay katulad ng presyo, bilis ng serbisyo, pag-
uugali o pakikitungo ng mga waiter at mga tindera.

6. Activity: Ano ang maaring mang-yari kung ang
kostumer ay hindi nakaramdam ng…
 A. Malugod na pagtanggap?
 ______________________________________________________________________________
______________________________________________________________________________
____________________________.
 B.Pang-unawa?
 ______________________________________________________________________________
__.
 C. Pagpapahalaga?
 ______________________________________________________________________________
_____.
 D. Pagiging komportable?
 ______________________________________________________________________________
______________________________________________________________________________
_____________

7. Gumawa ng Pangungusap:
Sa tatlong pangungusap o higit pa,
paano mo maiiwasan magsalita ang
iyong mga kostumer nang hindi
maganda tungkol sa iyong produkto o
serbisyong inaalok sa mga mamimili?
Sa iyong palagay, ano ang
pinakamahusay na paraan upang
makapagbigay nang maayos na
serbisyo kostumer?

8. PAGBIBIGAY NG NATATANGING SERBISYO
SA KOSTUMER
 A. NATATANGING SERBISYO SA KOSTUMER
 Naiisip ang pangangailangan ng kostumer
 Subuking unawain kung ano ang nasa isip ng isang kostumer.
 Natutugunan at higit pa sa inaasahan.
 B. Mga Pangunahing pangangailangan ng Kostumer- Kailangang
maramdaman ng isang kostumer ang:
 1. Malugod na pagtanggap
 2. pang-unawa
 3. Pagpapahalaga
 4. Pagiging komportable

9.  C. PAGTUGON SA MGA PANGUNAHING PANGANGAILANGAN NG
KOSTUMER- UPANG MARAMDAMAN NG KOSTUMER ANG:
 MALUGOD NA PAGTANGGAP:
 Maging Palakaibigan
 Batiin ang bawat kostumer
 Ipakilala ang iyong sarili
 Gumagamit ng positibong tono ng pagsasalita.
 Ngumiti
 Pang-unawa:
 Makinig nang Mabuti
 Ulitin upang maging malinaw ang isang bagay.
 Magtanong, upang malaman ang pangangailangan ng kostumer.

10.  PAGPAPAHALAGA:
 Tawagin sa pangalan ang kostumer
 Magpakita ng interes sa pangangailangan ng kostumer.
 Magpasalamat sa kostumer sa kanilang pagpunta/
pagdating
 PAGIGING KOMPORTABLE”
 Gumamit ng kilos o galaw sa paghatid ng mensahe
 Magpakita ng malasakit

11. Module 4: Work
Habits & Conduct

13. My experience 1 2 3 4
Knowledge, skills and abilities
Kaalaman, kasanayanat kakayahan
I don’t have any
experience doing
this.
Wala akong
karanasan sa
paggawa nito
I have very little
experience doing
this
Kaunting- kaunti
lamang ang aking
karanasan sa
paggawa nito
I have some
experience doing
this.
Mayroon akong
karanasan sa
paggawa nito
I have a lot of
experience doing
this.
Marami akong
karanasan sa
paggawa nito
Finding information about possible work / Maghanap
ng impormasyon tungkol sa posibleng trabaho.
Writing a job application letter & bio-data / Gumawa
ng sulat/ aplikasyon at bio-data para mag-aplay ng
trabaho.
Responding to questions during a job interview with
confidence / Makasagot nang mahusay sa mga tanong
sa interbyu para sa inaplayang trabaho.
Demonstrating good behavior and a positive attitude
at work / Magpakita ng mabuting asal at ugali sa
trabaho.
Showing up to work on time. / Magtrabaho sa tamang
oras.
Managing my time well. / Mahusay na pamamahala o
paggamit ng aking oras.

14. Sources of Information to Find
Work
 Word of mouth: from friends, family, former colleagues, professional contacts, etc.
 Newspaper: employment section, advertisements
 Radio and Television Announcements
 Job Notices/Bulletins
 Potential Work Places
 Internet: jobstreet.com, jobfinder.com.

15.  Government agencies: National Youth Commission (NYC), Cooperative
Development Authority (CDA), PESO, Department of Labor and
Employment (DOLE), Department of Trade and Industry (DTI)
 Non‐government organizations and private sector such as Local
Chambers of Commerce and Industry and Industry groups and associations
 Recruitment agencies
 Job Fairs
 Networking: informational interviews, networking with people you
know in the area in which you want to work, volunteering, interning

16. Sample Bio-data and Application Letter

17. Sample Application Letter:

18. Bio-data Writing Tips
 Include relevant information only: Your bio-data should not include all details about your life!
 Keep it simple, clear and neat
 Limit to 1-2 pages
 Be accurate: no spelling or grammatical errors
 Use bullets to describe duties/responsibilities of previous work
 Spell out acronyms the first time you use it, put the acronym in parentheses and then use the
acronym after that
 If using a computer, font size should be between 10 and 12 points
 Use 2.5 cm margins

19. Just give quick responses by putting after
good interview behavior and after bad
interview behavior.

20. Three main parts to the interview:
 1. Opening: greetings, introductions, employer states purpose of
interview
 2. Body: interviewer asks questions. Typical questions include:
a. Tell me about yourself.
b. What qualities and skills do you have that will help you perform this
job?
c. What previous experiences do you have that are related to this
position?
d. Describe the responsibilities you had in your previous job.
e. Are you familiar with this company/business/organization?
f. How did you learn about this company/business/organization?
g. Why do you want this job? h. What are your strengths and weaknesses?
i. Why should we hire you?

21. Once the interviewer is finished asking questions,
s/he might ask you if you have any particular
questions about the job or the organization.
 3. Closing: The interviewer thanks you, provides
information on the next steps of the hiring
process and says goodbye/shakes hands. The
interviewee also thanks the interviewer and
expresses interest and enthusiasm regarding the
next step. If the interviewer does not have a copy
of your CV with your contact information, make
sure to provide one before leaving.

22. TIPS DURING A JOB INRTERVIEW
 Before the interview …
 Learn as much as you can about the organization or business to which you are
applying for a job – What do they do? Where? Size? Who are their clients?
 Think about how your previous work experience, schooling and activities will
help you perform the job to which you are applying.
 Dress appropriately for the interview: neat, clean clothing and shoes
 Allow plenty of time to get to the interview.
 Bring copies of your CV and a list of references (names, addresses, phone
numbers).
 Write down questions you may have for the interviewer

23. During the Interview…..
 Greeting the interviewer properly (handshake)
 Speak slowly and clearly.
 Think before speaking.
 Be respectful
 Be a good listener-wait until the interviewer has finished talking before you
respond.
 Stay calm.
 Ask the interviewer to repeat or re-phrase a question if you have not fully
understood it.
 If you do not know the answers but present any negative experiences in a
positive light or as lessons learned.
 Present yourself as being confident that you can do the job.
 Shake the interviewer’s hand at the end and thank him or her for meeting with
you to discuss the position.

24. After the Interview…
 Send a thank you letter.
 Follow up with a phone call after a week if appropriate.

25. Time Management

26. Time management is the ability to use
your time wisely and appropriately.

27. Personal time management skills
include:
 Setting goals and planning Prioritizing what you need to do in a day,
week,
 month, etc.
 Making decisions about important choices Scheduling what you need
to do.

28.  These skills can be applied in your personal life and at work.
 These skills

29.  There are many benefits of good time management skills.
At work, there may be improved job performance and
possible promotions as a result. In your personal life, you
may have a better marriage, more family time, more time
with friends, less debt and less stress.

30. Certain personal qualities will help you
to become a better time manager:
 Good organization skills
 Self-discipline
 Motivation
 Being focused on accomplishing tasks and not getting distracted

31. There are many things that can get a
person off track in managing time:
 Postponing or delaying
 Inability to say no (taking on too many things at once)
 Disorganization Interruptions (e.g. wanting to chat in person or on phone)
 Distractions (noises, something going on around you, television, radio…)

33.  1. Ways to find work include:
a. Friends and family
b. Newspaper advertisement
c. Job notices
d. Submitting an application to a potential employer
e. All of the above
 2. A biodata/resume and an application letter cover the same thing.
a. True b. False C. MAYBE C. all of the above
 3. During an interview:
a. Speak quickly so you can share a lot of information about yourself
b. Interrupt the interviewer once you have understood the question and have
an answer
c. Present yourself as confident that you can do the job
d. Make up answers that aren’t always true in order to present yourself
positively
e. All of the above

34. 4. A biodata/resume should include:
a. Contact information b. Skills summary c. Work experience d.
Education e. All of the above
5. During an interview you are asked a question that you do not know the answer
to. You should:
a.Ignore the question and talk about something else
b. Tell the interviewer you do not know the answer and explain why
c. Keep quiet until the next question is asked
d. Make up an answer even if it is not completely true
e. None of the above

35. 4. A biodata/resume should include:
a. Contact information b. Skills summary c. Work experience d.
Education e. All of the above
5. During an interview you are asked a question that you do not know the answer
to. You should:
a.Ignore the question and talk about something else
b. Tell the interviewer you do not know the answer and explain why
c. Keep quiet until the next question is asked
d. Make up an answer even if it is not completely true
e. None of the above

36. What do you
understand
about each
picture?